2nd Line Support Engineer

Job Title: 2nd Line Support Engineer
Contract Type: Permanent
Location: Cramlington, England
Salary: Good
Start Date: 2020-04-12
Reference: BH-124369
Contact Name: Amanda Bury
Contact Email:
Job Published: February 28, 2020 10:00

Job Description

2nd Line Support Engineer – Permanent – Cramlington, Newcastle upon Tyne

Essential:-  Windows domains, operating systems, virtualisation technologies. Good understanding of network fundamentals (switches, routers, TCP/IP).  At least 3 years working as a 2nd Line Support Engineer. A good understanding of cGMP compliance and validation.

The 2nd Line Support Engineer is a technical specialist who has good skills in analysing incidents and problems. They are also the escalation point for the 1st Line Support Engineers to assist, when required, to resolve an issue.

The 2nd Line Support Analyst role will be a very hands-on member of the IT Service Desk team responsible for the Group PC and server configuration, mobile device management and application support. The support engineers report in to the IT Infrastructure Manager and provides support to users whilst assisting with the configuration and administration of the IT systems in support of on-going operations and projects.

2nd Line Support Engineer – Main Accountabilities


  • Comply with all HSE requirements including safety policies and procedures
  • Conduct safety audits
  • Aware of all health and safety arrangements relating to Business activities and IT systems
2nd Line Support Engineer - Operational:

    • Escalating Service requests, when necessary
    • Resolution and recovery of assigned incidents
    • Monitoring the status and progress toward resolution of all open incidents assigned to them
    • Monitoring tasks of servers and network components and applications
    • Keeping affected users informed about progress
    • Escalation to 3rd party support vendors, when necessary
    • Communicating solutions and workarounds to First Line Support
    • Communicating incidents generated by monitoring tools to First Line Support
    • Providing monitoring and diagnosis tools to First Line Support
    • Creating knowledgebase documents and providing relevant training to Service Desk staff
    • Providing other information to First Line Support to assist with incident classification, initial support and escalation
    • Accurate and complete recording of incidents from and to other internal groups using the Service Desk ticketing system
    • Accurate and complete updating of activities and steps taken to resolve an incident
Key Competencies:

The employee must demonstrate the following:

•             Systems and platform administration and maintenance

a.            Patch management

b.            Updates and upgrades

c.             Installation of software and hardware

d.            Network components

e.            Unified Communications platform

•             Excellent customer service and a good telephone manner

•             Good problem solving and analytical skills

•             Good level of knowledge of computer and printer hardware and software

•             Good level of knowledge of computer hardware and software and system troubleshooting

•             Ability to prioritise multiple tasks working to tight deadlines

•             Up to date knowledge of Windows domains, operating systems, virtualisation technologies

•             Good understanding of network fundamentals (switches, routers, TCP/IP)

•             Attention to detail, improving process efficiency without sacrificing quality.

•             Strong communication skills (written and verbal)

•             Organizational skills

•             Facilitation and project management skills

•             Actively pursue learning and self development

•             Manage competing work priorities and tasks efficiently and effectively


Candidates must be eligible to work in the UK

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